Description

Windows Patterns fail due to Print Queue identification expecting only one print queue per IP address, and fails payloads as containing Duplicates, although names are all unique.

The "Windows - Printers" Pattern library, which is used by Windows OS - Servers, Windows OS - Desktops and Hyper-V Server Patterns, fetches all print queues' Names and IP Addresses and adds all to the payload.

The OOTB CI Identifier for Print Queue [cmdb_ci_print_queue] has only one Identifier Entry, which only uses ip_address as the Criterion. As the payload has multiple entries with the same IP Address, DUPLICATE_PAYLOAD_RECORDS errors are caused, and the Windows CI is not created or updated.

This also results in a huge number of Discovery errors in the system logs: "identification_engine : DUPLICATE_PAYLOAD_RECORDS Found duplicate items in the payload" causing a performance issue for the syslog table. One customer reported millions or error records daily.

Steps to Reproduce

Discover a Windows host using Patterns, that has lots of print queues. A customer example involved >1800 on one Windows Server, >600 of which had the same ip_address.The Pattern will fail, and no CI is created/updated.

The payload given to the identification engine will include entries like this:

Workaround

This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available.

A workaround would be to add name to the CI Identifier's criteria:

Go to Discovery Definition -> CI Identification -> Identifiers

Open the one named "Print Queue"/cmdb_identifier.do?sys_id=75d8ca420f90220051a9fa6ce1050ee3

Open the Identifier Entry in the related list/cmdb_identifier_entry.do?sys_id=6fe9c3c03746220006b216a543990eb7

In the 'Criterion attributes' field, add 'name' to the existing 'ip_address' value, and save.

The Print Queue identifier is Independent, and this workaround is safe so long as all print queues do have a name.

Related Problem: PRB1374808

Seen In

SR - IntegrationHub - JIRA Service Desk Integration r2 - v2.0.0

SR - IRM - Audit Management - New York 2019 Q3

SR - IRM - GRC Profiles - Madrid 2019 Q2

SR - IRM - Policy and Compliance - Madrid 2019 Q2

SR - IRM - Risk Management - New York 2019 Q3

SR - IRM - SIG Assessment Legacy - Madrid 2019 Q1

SR - IRM - Vendor Risk Management - Madrid 2019 Q1

SR - ITOM - CMDB CI Class Models - 201908

SR - ITOM - CMDB CI Class Models - 201909

SR - ITOM - Discovery and Service Mapping - 201908

SR - Security - Integration Framework - Madrid 2019 Q2

SR - Security - Support Common - Madrid 2019 Q2

SR - Security - Support Orchestration - Madrid 2019 Q2

SR - SIR - Security Incident Response - Madrid 2019 Q2

SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2

SR - SIR - Store Threat Core - Madrid 2019 Q2

SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3

Intended Fix Version

Paris

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